No response to damage to vehicle during repair process

On the 16th of August I took receipt of my vehicle from an auto body shop and repairs were completed .For reasons unknown the fluid was removed from my radiator resulting in damage to the water pump.In have contacted my claim agent to report the problem on the 16th of August. I have not had any communication since that initial email.I am currently without a vehicle and no response as to who will pay for the repairs to my vehicle. I need a response post haste